CVS Caremark Complaint

CVS Caremark Complaint

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If you can-do not use CVS caremark


I was referred to the CVS caremark pharmacy by my insurance company. Apparently this company was the only one that I could use to order my medications. I spoke with the representative on Friday January 27th around 2 pm EST. I placed the order for refill of my medications and was told that the medication was supposed to be delivered on Saturday. Luckily I called the caremark on Saturday myself to confirm the delivery. Otherwise I would have stayed home all day waiting for nothing. On Saturday I was told that there was a problem with my order and was told that someone would be calling me on Monday January 30th. Of course, no one called me. I called them back myself just to find out that my doctor had to call the pharmacy, and without my doctor the medication was not going to be dispensed. Nobody told me about it on Friday. If I had not called I would not have learned about it. My doctor called within an hour and gave the order. Later the caremark informed my doctor's office that I had no insurance coverage. That was not the case. I have active insurance since November 28,2016. They admitted later that they made an error and one of the numbers was off causing the confusion. They also informed my doctor's office that for some reason they had two different accounts for me. My fault? They messed up big time! Finally on Monday after being on the phone with caremark for a long 20 minutes around 5 pm EST I was told that my order had been placed with 0 (zero) co-pay for Tuesday 01/31/17. On Tuesday 01/31/17 around 12:30 pm EST someone called me to confirm the delivery. I spoke with the rep for another 20 minutes, gave her all the information, and was told that the delivery was going to take place on Wednesday with the same zero co-pay. About an hour later another phone call from caremark stating that they needed doctor's pre-authorization. Third representative on that day told me to ignore the phone call about pre-authorization. Later that day forth person called me to tell me that they needed clearance from my insurance. Since Friday I was not told that. Moreover, I was told by two people (on Monday and Tuesday) that the delivery was on its way. The last person to contact me on Tuesday told me that she was going to check into it and call me back. Of course, as expected, no phone call. Wednesday morning I called them just to find out that my order had been cancelled. Of course, no one bothered to call me. Apparently they claimed that my doctor never called them. I know it was not the case as my doctor's office called them a great number of times. It gets better. When my doctor's office called them again on Wednesday around 9:30 am EST caremark placed my order as "urgent". But it is not the end. I finally called caremark around 11 am EST just to confirm that they did get authorization and they were about to mail my order. (Today is Wednesday. The first phone call had been placed on Friday). Apparently, all of the sudden I had a co-pay of $75, which was not there on Monday and Tuesday. It magically appeared. I needed the medications ASAP as the medication was correlated with my blood work results. I almost had to cancel the entire treatment plan because I had no medications. Luckily I borrowed medications, which kept me going for those days. Without this I would have wasted thousands of dollars on cancelled treatment. What bothered me the most was poor communication and incompetence. They were very eager to blame my doctor and claim that I did not have medical coverage. I spent hours on the phone with them and still no medication. Plus "magic" co-pay. How come I had no co-pay on Monday and Tuesday, but all of the sudden it appeared on Wednesday? I wish I had more options through my insurance company. If I ever have a choice I will not use CVS caremark. The worst experience ever. 6 days and still no medication. Not even the confirmation of shipment.


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